Complaints

This profile includes complaints for Spirit Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a round-trip ticket from Spirit Airlines (Confirmation #MWBVMQ) for $601.96 (MiamiLas VegasMiami). On September 1, 2025, Spirit canceled my return flight (NK786 LAS ? ***** Spirit has refused to issue a full refund, offering only a partial refund for the canceled segment, even though the ticket was purchased as a round trip under a single confirmation number.This cancellation made my ticket incomplete and forced me to purchase a last-minute Delta ticket for $998 to return home. Per DOT regulations, when an airline cancels a flight, the passenger is entitled to a refund. I am requesting a full refund of $601.96 to my credit card.Desired Resolution: Full refund of $601.96 to my original form of payment.

  Business Response

  Date: 09/02/2025

  Hi Ali, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration this cancellation caused. 
  
  Your LAS-MIA ****** was cancelled due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a ****** since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.
  
  When this happens, the options available to our Guests are a refund of the affected unused ****** segment, re-accommodation on the next available Spirit ****** or a Reservation Credit for the unused ******. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation.
  
  We always aim to provide a trouble-free ****** experience, but some situations are truly uncontrollable. 
  
  There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations. However, please do note that not all ******s use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. This day, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the ****** will only risk our guests. I hope you understand.
  
  In your situation, I have just issued you a refund for the cancelled ******. There is no refund due for the ******* ****** as you boarded and completed travel on this ******. $357.98 has been refunded 
  back to your AMEX card ending in 1009 for the cancelled ******.  Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.
  
  Since this cancellation was caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses such as a new ******. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future ******s with us. We look forward to welcoming you onboard a future Spirit Airlines ****** soon. Thank you for choosing Spirit! 
   

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23824290
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ********* ******

  Customer Answer

  Date: 09/03/2025

  Thank you for your response regarding my BBB complaint. While I appreciate your acknowledgment of the inconvenience caused, I must respectfully disagree with your conclusion that only a refund for the LASMIA segment is owed.
  
  I purchased my travel as one round-trip itinerary (MIALASMIA) under confirmation number MWBVMQ for a total of $601.96. This was not two separate one-way tickets; it was a single purchase and contract of carriage for a round trip. By canceling the LASMIA flight, Spirit rendered the original round-trip contract incomplete and unusable for its intended purpose.
  
  Per ********************************* (***) regulations, when an airline cancels a flight, passengers are entitled to a refund of the unused portion of their ticket. In my case, the unused portion is the incomplete round-trip, not just one segment. The cancellation forced me to purchase a last-minute Delta ticket for $998 to return home.
  
  Spirits attempt to refund only one leg disregards the nature of the purchase: a round trip under one confirmation number, paid in a single transaction. A fair and lawful resolution is a full refund of $601.96.
  
  I have already filed a complaint with the *** and initiated a dispute with ****************. If Spirit maintains its refusal to refund the full amount, I will continue pursuing this matter with the *** and through all available legal avenues, including small claims court if necessary.
  
  I respectfully request that Spirit reconsider its position and issue a full refund of $601.96 to the original form of payment. This would resolve this matter promptly and avoid further escalation.
  
  Thanks,
  Ali
  

  Business Response

  Date: 09/03/2025

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified. 

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23824290
  
  I am rejecting Spirit Airlines response because they did not provide a fair resolution.
  I purchased a round-trip ticket (MIALAS**** under a single booking. Spirit canceled my return flight (LAS ? **** on September 1, 2025, due to weather/ATC issues. Spirit only offered to refund the unused segment, treating my round-trip purchase as two one-way tickets, which is not how it was sold.
  As a result, I was stranded and had to purchase a last-minute $998 Delta flight to return home. Spirit refused to cover this cost or refund the entire original ticket.
  **************** ultimately resolved the matter by refunding me through their dispute process. However, Spirits refusal to fully refund a canceled round-trip ticket is unacceptable and does not align with U.S. DOT regulations.
  I am rejecting this response to ensure there is a public record that Spirit did not resolve this issue appropriately.
  
  Sincerely,
  *** ********* ******

• Initial Complaint

  Date:08/31/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight to my daughters wedding in ** in Sept. 25 with myself, my 81 yr old mother and my adult son with CP (in a wheelchair). Spirit then changed the flight. I used Spirit when I flew to my daughters shower in July. They sent and email offering to allow me to cancel and so I did and I rebooked. I added luggage cost of over $594.00. My normally healthy mom (who is 81) got RSV in June, when Spirit changed the first flights we thought she would be over this soon. Also in June I had sugery to remove cancer and then underwent 20 treatments of radiation which was finished on August 25, 2025. My mom has had complication after complication and her health has declined from someone who walks their dog and goes everywhere to not barely leaving the house and not the strength to sit and eat dinner. It became very apparent to me and everyone else that she may not be well enough to go. BUT I started thinking there is no way I can push my son (already asked for assistance at the airport), assist my mom and drag 3 checked bags. So I thought I can ask Spirit to refund my money to the original payment method and ship our clothes out to my daughters. THIS might make it possible for my mom to go and reduce my stress of how I was going to do this. I have also been very fatigued due to running to her house to take care of her, working full time and as a result of the radiation treatments. Spirit said they can only give me a credit for the luggage, I pushed and got to a"higher" level twice and just got the email that they will only do a credit!! But they appreciate me as a customer. LOL This is ridiculous that they do not make ANY ACCEPTIONS. They only care about Money, not the poeple and I will not fly them again and I will enlighten people with my experience about how crappy they are every chance I get and on any media platform. This is crazy and stressful. I only want them to refund NOT credit the cost of my luggage as I will need the money to mail our clothing out to **.

  Business Response

  Date: 09/02/2025

  Hi *******, 
  
  Thank you for reaching out to Spirit!
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 

  I am sorry to hear about your booking issue. Upon review, our records show you were previously assisted. Your concerns have been thoroughly reviewed and our position remains unchanged. Below is the response you were previously sent. 

   

  Hi *******,
  
  Thank you for reaching out to Spirits Guest Relations Team!  We're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.  
  
  I understand that you're requesting a refund for your checked baggage and I assure you that I would be happy to further review your refund request.
  
  As per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with us, all Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days (168 hours) or more prior to the flights scheduled departure. You may use the link below to further review this information under Section 3.3.3.
  
  You may review the link below to further review this information.
  
  ******************************************************************************************
  
  While we are unable to issue a refund, please now we can issue a reservation credit for the cost of the baggage fees. The credit will be good for one year from the date of issuance, can be applied towards airfare, bags, seats, taxes, and fees, and may be used by any passenger listed on the original booking. Kindly respond to our email confirming if you would like to continue with the changes.
  
  I look forward to your response.
  
  Best,
  
  ******
  Guest Relations 

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23821776
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight through Spirit Airlines that I misread the time of departure. I immediately caught my mistake and called spirit airlines to adjust the dates. Instead of adjusting the time ***** informed me he can change the time for $124.00 almost the price of the ticket. I felt scammed and mistreated as a customer. When I asked him to cancel the flight he said that would be $99.00 I am appalled with this level of professional misconduct.

  Business Response

  Date: 09/02/2025

  Hi Tyv,
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issue in reference to the mistake you made. 
  
  It is the guest responsibility to ensure all information if correct before securing a booking. Once a booking has been secured any cancellations or modifications are subject to applicable policies and fees. 
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  Be advised that a Guest who purchased the Value Travel Option that initiated a cancelation or modification after 24 hours of booking to their non-refundable reservations will be billed with cancelation or modification  charges. For modifications, 0-6 days out is $99.00 plus the difference in airfare, 7-30 days out the charge is $79 plus the difference in airfare, ***** days out is $59 plus the difference and no charge for trips more than 60 days but the difference in airfare will be charged. Guest who initiates guest-initiated cancellations are charged the $99.00 per person cancellation fee.  These charges are in place to help keep our fares low for all our Guests and waiving the charge to change or cancel a reservation isnt an option we offer.
  For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.
  Optional Services | Spirit Airlines
  Our records show you modified your booking as requested, paying the modification fee and travel has been fully boarded and completed. Spirit does not issue refunds for services rendered nor compensation for any guest-initiated errors.
  
  
  Have a great day!  

• Initial Complaint

  Date:08/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a last-minute round-trip flight on 8/27/25 from *******, ** to ***********, ** my brother passing unexpectedly on 8/24/2025. I needed to get LA to attend his funeral. Initially, the funeral was to be scheduled for 9/3/25 which would have allowed me to return as planned. However, my niece wasnt able to get that day so his funeral was set for 9/5/25, in which conflicted with my return flight time. When I learned his funeral actual date I immediately contacted Spirit airline it was the same day less than 24 hours to change my return flight for a later time. I could only contact Spirit Airlines through their chat system I was informed by automated chat I would need to pay additional $167.00 to make a change, I advised of their written policy per their website then I was then transferred via chat to a live **** I chatted with live rep *** he stated he can cancel my return flight but without a refund. I explained why I made this flight due to the sudden death of. My brother he ask to forward a copy of my brothers death certificate or obituary on the chat then he went on to pretend as if he was helping to make changes he even ask me for a different date /time because only flights left on 9/5 were overnight. I tried to obtain the docs but wasnt able too, it was very late in the evening I did offer to forward to him at a later date at that time he stated the system would not allow him to override w/out docs on this chat I also asked why they are ignoring their own written policy on their website he never provided a response. The agent requested that I provide my brother's death certificate or obituary through their chat system immediately. When I explained I would need to fax these documents later date the representative became unhelpful. The agent pretended to help with changing my flight time and even asked about departing the next day, but ultimately made excuses about not being able to override policies without immediate doc.

  Business Response

  Date: 08/29/2025

  Hi ******, 
  
  Thank you for reaching out to Spirit!
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 

  I am sorry to hear about your loss, please accept our condolences. Our fares are already very low, and we are unable to offer additional discounts for bereavement, children, students, or senior citizens

  ******, please know that. Our Value travel option is the simplest and most affordable option for air travel. With Value, you'll receive a personal item, like a small bag or backpack, and a randomly assigned standard seat. Value does not include the option to purchase a Big Front Seat or Premium seat, but you can choose to select a specific standard or preferred standard seat at an additional cost.

  
  Checked baggage, carry-on baggage, and other options can be purchased separately.
  
  Please note a modification/cancellation charge will apply if you need to change or cancel your reservation when choosing the Value travel option.
  
  For more details about Value, click here.
  
  Should you wish to proceed with modification or cancellation, please call our 24/7 ******************* at ************. Our team members will be glad to assist.
  
  For additional questions, kindly check out our FAQs at *********************************************************.

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23811046
  
  I am rejecting this response because:
  Your website clearly states you can make changes w/in 7 days without charge. Lastly I wasnt requesting a breavement flights, I choose Spirit Airline due to this was unexpected tragedy and Im a senior on fix income. I just need Spirit to honor their policy. My request was made w/in 24hrs and 7 days. Pull my chats I was given a lot of conflicting information. Please resolve ASAP
  Sincerely,
  
  ****** ********

  Business Response

  Date: 09/02/2025

  As previously stated, and agreed upon in Spirit's Contract of Carriage, if you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.

  
  Be advised that a Guest who purchased the Value Travel Option that initiated a cancelation or modification after 24 hours of booking to their non-refundable reservations will be billed with cancelation or modification  charges. For modifications, 0-6 days out is $99.00 plus the difference in airfare, 7-30 days out the charge is $79 plus the difference in airfare, ***** days out is $59 plus the difference and no charge for trips more than 60 days but the difference in airfare will be charged. Guest who initiates guest-initiated cancellations are charged the $99.00 per person cancellation fee.  These charges are in place to help keep our fares low for all our Guests and waiving the charge to change or cancel a reservation isnt an option we offer.

  
  For more information regarding our Modification/Cancellation guidelines,I've included the link below for your reference.
  Optional Services | Spirit Airlines

  There is no refund due. 

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23811046
  
  Date: August 28, 2025 Complainant: ****** ******** Business: Spirit Airlines Confirmation Number: HLBDGJ Summary of Issue I am filing this complaint regarding Spirit Airlines' failure to provide reasonable accommodation and customer service during a family emergency involving the death of my brother. Background On August 24, 2025, my brother passed away unexpectedly. I immediately booked a last-minute round-trip flight from *******, ** to ***********, ** to attend his funeral on August *******. My original booking details: * Departure: August 31, 2025 (******* to ***********) * Return: September 5, 2025 (*********** to *******) * Confirmation Number: HLBDGJ Initially, the funeral was to be scheduled for September 3, 2025, which would have allowed me to return as planned. However, the funeral arrangements was made to be on September 5, 2025, in the afternoon, conflicting with my return flight time. Attempted Resolution I immediately contacted Spirit Airlines, it had not been 24 hours when I booked this flights. Accessing their chat system to request a later departure time for my return flight. I was informed this was the only available customer service method - no phone support was offered. Issues Encountered: 1. Excessive Change Fees: The automated system quoted $167 or more just to change the departure time of my return flight. 2. 24-Hour Policy Ignored: Despite Spirit's own website stating that changes can be made within 24 hours of booking, I was still charged the full change fee even though I contacted them within this timeframe. 3. Cancellation Without Refund: When I inquired about canceling my return flight instead, I was told I would receive no refund despite the circumstances. 4. Excessive Wait Times: After being transferred to a live agent with a promised 45-minute wait, I actually waited over an hour. 5. Unreasonable Documentation Demands: The agent requested that I provide my brother's death certificate or obituary through their chat system immediately. When I explained I would need to fax these documents later as I couldn't immediately contact my niece, the representative became unhelpful. 6. False Assistance: The agent pretended to help with changing my flight time and even asked about departing the next day, but ultimately made excuses about not being able to override policies without immediate documentation. What I'm Seeking 1. Full refund of my return flight given the bereavement circumstances 2. Waiver of change fees that should have been waived under their 24-hour policy 3. Improved customer service training for agents handling bereavement situations 4. Clear communication about actual customer service options and wait times Impact This experience has added unnecessary stress during one of the most difficult times in my life. While grieving the loss of my brother, I was forced to navigate an inflexible system with poor customer service. The agent's lack of empathy and the company's rigid policies during a documented family emergency is unacceptable. Airlines regularly accommodate bereavement situations, and Spirit Airlines' refusal to show basic human compassion while demanding immediate documentation during my time of grief demonstrates a failure in both policy and customer service training. I request that the Better Business Bureau investigate this matter and work with Spirit Airlines to resolve this complaint appropriately. Requested Resolution: Full refund of return flight and waiver of all associated fees due to documented bereavement circumstances.

• Initial Complaint

  Date:08/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 14, 2025, our flight from ****** to ****** was abruptly cancelled allegedly due to "weather." However, other flights at the ************** continued to depart and arrive. They would not rebook us on another flight or airline, despite our willingness to fly out of a nearby airport. They said that "the best [they] can do" is rebook us on the next available flight TWO DAYS LATER. We were stranded at the airport. We could not afford a hotel or **** as we had just finished our GIFTED honeymoon in ***, so we had to put $1000 in hotel and **** charges as well as food until we could fly out two days later. My wife and I were both penalized at work, and she almost lost her job. On top of ALL THAT, Spirit refused to even provide a voucher for food or hotel. We were just stuck with no money, no transportation, no help. I am demanding FULL COMPENSATION for all the additional expenses incurred, and they are LUCKY I am not requesting a refund for the ticket as well. This airlines does not care about their customer and have made the FALSE claim that the flight was cancelled due to weather. A research of flight logs at *** shows other flights continued to operate.

  Business Response

  Date: 08/29/2025

  Hi *******, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration this cancellation caused. 
  
  Your EWR-DFW flight was cancelled due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.
  
  When this happens, the options available to our Guests are a refund of the affected unused flight segment, re-accommodation on the next available Spirit flight or a Reservation Credit for the unused flight. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation.
  
  We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable. 
  
  There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations. However, please do note that not all flights use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. This day, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the flight will only risk our guests. I hope you understand.
  
  In your situation, I do see you were rebooked on the next available flight to your destination and travel has been fully boarded and completed. Spirit does not issue refunds for services rendered. 
  
  Since this cancellation was caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses such as a new flight. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.
  
  However, I do see Future Travel Vouchers were issued to you. Future Travel Vouchers are valid for a single use with no remaining value after its use. It can only be used by the Guest it was issued to and is non-transferable. Future Travel Vouchers can only be applied to the flight portion of the base fare including carrier fees and taxes. It cannot be redeemed for cash and cannot be used for any other products including vacation packages, car rentals, bags, and seats. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system.  You can redeem vouchers online at ************************** or by calling our ******************* at **************.
  
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies unfortunately; we are unable to issue any further compensation.
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
   

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23809738
  
  I am rejecting this response because:  Spirit Airlines is providing false information. There was a *brief* stop in air traffick at *** on the day in question. This stop ended quickly and flights resumed. As I stated, multiple departing and arriving flights continued to operate and I have the flight details and logged information to prove it. Furthermore, after prematurely cancelling the flight, your airline made NO EFFORT to try and get me on another flight home soon through their own or a different airlines. I have been traveling on airlines for over 30 YEARS and this has NEVER happened to me before. Disgusting, deplore, despicable disregard for a loyal customer. Rebooking on a flight TWO DAYS later, as an ONLY option, with NO COMPENSATION for hotel or food (I guess expecting us to stay at the airport and starve for two days?) in one of the most EXPENSIVE cities in the world is filthy business practice. This was a GIFTED honeymoon for my wife and I. Thanks to Spirit's cruel and unethical behavior, it not only ruined the end of our honeymoon, but my wife was ALMOST FIRED from her job for two unapproved days off and I was disciplined and penalized at work as well. You think a $30 voucher so you can abuse us again is sufficient, think again. I am again asking you to show that you are capable of having a heart and compensate us with some goodwill compensation for this abuse. I have a substantial following on social media as well as industry contact, so mark my words, if you continue to promote harm through your actions and refusal, I am considering my options to expose my awful experience and escalate as appropriate.

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 09/03/2025

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed, and the resolution has been thoroughly clarified.

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23809738
  
  I am rejecting this response because:
  
  First of all, please don't disrespect me with patronizing statement such as "we empathize" when, throughout this whole incident, you've shown cruelty and abuse. What you have done goes beyond even the complete opposite of empathy. You have shown active and intentional harm for the sake of saving a few dollars. Furthermore, you are acting even against your policy in contradiction to your short and **** reply. Again, I have evidence from flight records at *** from the day in question that prove YOUR COMPANY'S decision to cancel the flight, while due to a *brief* airport ground stop from air traffic control, was again SPIRIT'S decision as many flights continued to depart and arrive throughout the evening. The flight was not delayed until the next day or even later in the night. It was cancelled and we were only offered rebooking TWO DAYS LATER with nothing. So again, please stop providing false  claims about the flight cancellation.
  
  I am not going to accept your "decision" as it's unethical, against your own policy, against common decency, and basic societal expectations for how HUMAN BEINGS (let alone paying customers) should be treated. I will give you a chance to let someone competent make an alternate decision before I use my own personal options to expose this lack of regard for two individuals who would very much like to reframe a very unhappy marital memory thanks to Spirit. I want to give you the chance to make this right. Spirit is not a bad airlines and before this I have had only good experiences. 

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my frustration regarding a recent ticket purchase for my husband. When I booked the flight, I correctly entered his name and date of birth, yet the confirmation code I received incorrectly lists my name instead.During my recent phone call with your representative, I was disappointed to learn that a name change was not permitted and that I was only offered a $60 credit. This is unacceptable, as the error was made on your end, and I expect the ticket to be issued under my husband's name as intended.I insist on either a proper name change or a full refund for this ticket. I believe it is reasonable to expect that the airline should correct its own mistakes without imposing additional fees on the customer.

  Business Response

  Date: 08/28/2025

  Hi XXXX,
  
  Thank you for reaching out to Spirit!
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 

   

  Hi ******,
  
  Thank you so much for contacting the Spirit's Guest Relations Team. 
  
  We're sorry to hear that you have issues with your reservation.  We strive to make every part of a Guest experience with us uncomplicated, pleasant, and enjoyable. We appreciate you contacting us about this matter. I'd be glad to be of service.
  
  ******, upon checking, the reservation was under ****** ********. Please know that the reservation is nontransferable. 
  
  Additionally, you were in our Value travel option. Our Value travel option is the simplest and most affordable option for air travel. With Value, you'll receive a personal item, like a small bag or backpack, and a randomly assigned standard seat. Value does not include the option to purchase a Big Front Seat or Premium seat, but you can choose to select a specific standard or preferred standard seat at an additional cost.
  
  Checked baggage, carry-on baggage, and other options can be purchased separately.
  
  Please note a modification/cancellation charge will apply if you need to change or cancel your reservation when choosing the Value travel option.
  
  For more details about Value, click here.
  
  Should you wish to proceed with modification or cancellation, please call our 24/7 ******************* at ************. Our team members will be glad to assist.
  
  For additional questions, kindly check out our FAQs at *********************************************************.

  
  

  Customer Answer

  Date: 08/31/2025

   
  Complaint: 23808280
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:08/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: Spirit Airlines Date of Incident: July 27, 2025 Confirmation Number: NRDVXH Flight Number: NK1394 (EWR ? DFW)Complaint Description:On July 27, 2025, I voluntarily gave up my seat on Spirit Airlines flight NK1394 (EWRDFW) due to overbooking. Spirit Airlines staff at the gate promised me a $700 travel voucher as compensation.Despite repeated follow-up by phone and online chat, I have not been provided with the voucher number, and Spirit representatives have stated that they cannot locate it in their system. This constitutes failure to provide agreed compensation for voluntary denied boarding, which is a clear breach of contract.Resolution Sought:I request that Spirit Airlines immediately issue the promised $700 travel voucher. If the company fails to do so, I will pursue remedies through the ********************************* and other consumer protection channels.

  Business Response

  Date: 08/28/2025

  Hi Xiangtao,
  
  Thank you for reaching out to Spirit!
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 

  I am sorry to hear about your recent experience. 

  Our records show you were previously assisted. I've provided the information for your voucher below:
  
  Future Travel Voucher: 58550456026600001
  Amount: up to $700.00
  Expiration date:  August 22, 2026
  
  Future Travel Vouchers are valid for a single use with no remaining value after its use. It can only be used by the Guest it was issued to and is non-transferable. Future Travel Vouchers can only be applied to the flight portion of the base fare including carrier fees and taxes. It cannot be redeemed for cash and cannot be used for any other products including vacation packages, car rentals, bags, and seats. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system.  You can redeem vouchers online at ************************** or by calling our ******************* at **************.
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!

• Initial Complaint

  Date:08/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased airline tickets from ******* ** to *************** ******* for myself and my husband ****. The flight departure was scheduled for Oct ***** at 8:48 pm. We chose this flight so we could safely make our cruise trip departing at 3pm Aug 9 2025 from *************** **. This flight booking LIYG8C was delayed over 9 hrs. With delay caused us to miss our connecting flight in ******* FL onto ***************. When we arrived the spirit representative stated ******* should have moved us to a flight going directly to *************** as there was on departing at 5Am. Because they did not move us she apologized and tried her best to locate a flight on Spirit and other airlines that would get us to *************** for our cruise by 3pm. There were none available.She then saw us panicking so she stayed and assisted us with information on the Brightline train from the airport to cruise port. We immediately purchased for $238 and food $36. The spirit worker advised us to keep all receipts as the airline will reimburse because of the error in not switching flight and excessive delay.she provided us with contact info for refund. I filed the claim an Spirit is declining to reimburse for train and food and have only offered a 30$ voucher to my husband.they also offered refund our flight but not the purchase of our bags inconvenience and additional train and food cost. I have reached out and they are continually declining so I am seeking help and filing complaint with BBB

  Business Response

  Date: 08/28/2025

  Hi *******, 
  
  Thank you for reaching out to Spirit!
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 

  I am truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration this delay caused. 

  
  Your IAH-MCO flight was delayed due to an Air Traffic Control (ATC) decision due to a weather-related issue, which caused you to misconnect.  Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.
  
  When this happens, the options available to our Guests are a refund of the affected unused flight segment, re-accommodation on the next available Spirit flight or a Reservation Credit for the unused flight. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation.
  
  We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable. 
  
  There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations. However, please do note that not all flights use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. This day, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the flight will only risk our guests. I hope you understand.
  
  In your situation, I do see you requested a refund for the missed flight which was processed on 08/11/25. $130.00 was refunded to the **** ending in 5087 and $86.60 refunded to the **** ending in 9128. There is no further refund due. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.
  
  Since this was caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses such as a new flight. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit! 

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23804147
  
  I am rejecting this response because:
  I was not offered the direct flight leaving to *************** from *** the agent never offered I would not have to purchase train tickets I would have flown directly to FLL thus information was provided by Spirit airline *** in *** who stated ******* agents dropped the ball by not being at the ticket counter and switching our flight. I also did not request a refund sour it did it on their own and I never received the refund fir $86 I dont have a credit card with that number thus company is wrong 
  Sincerely,
  
  ******* *********

  Business Response

  Date: 09/02/2025

  As previously stated, in your situation, I do see you requested a refund for the missed flight which was processed on 08/11/25. $130.00 was refunded to the **** ending in 5087 and $86.60 refunded to the **** ending in 9128. There is no further refund due. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.
  
  Since this was caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses such as a new flight. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.

  Additionally, you secured this booking via a third-party. Typically, when that happens, the third-party travel agency will collect payment from you but then use a company credit card to secure the reservation with us.
  As we are only able to issue the refund to the original form of payment, youll have to contact your travel agency to coordinate the refund.

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.

• Initial Complaint

  Date:08/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight from *** to ****** and the departure time was 5:30pm. The flight was delayed numerous times pushing it back about an hour each time. The final departure time was 7 hours an 13 minutes late and the plane took of the next calendar day @12:43am. I asked for a refund or even a credit, as I fly often with this airline. The Spirit customer service line i called said I am not eligible for a refund or credit. I asked to speak to a manager, and she wouldn't allow me to talk to a supervisor. It's a small amount of money, however the principle is to do the right thing. I understand

  Business Response

  Date: 08/27/2025

  Hi Nino, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  I am sorry to hear about your recent experience and missed flight.
  
  Your reservation reflects that you did not check-in for your flight or cancel it prior to the travel dates. If a guest does not board the aircraft for any reason, the flight is automatically canceled in the system and all remaining segments on the itinerary are automatically canceled. The flights cannot be reinstated, and the airfare is non-refundable.
  
  As a one-time courtesy Ive created a Reservation Credit in the amount of the missed flight. Your Reservation Credit is available and can be redeemed online or by calling our ******************* at **************. Ive included the information below:
  All Reservation Credits:
   can be used for multiple bookings until the full value is used
   can be applied toward airfare, bags, seats, taxes, and fees
   can be redeemed by any Guest linked to the original reservation
   can be redeemed via ************************** or by contacting us here
  Reservation Code: ?ONFVST
  
  Amount: $110.99
  
  Expiration date: August 27, 2026
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  
  Click here for more information on how to redeem your credit: ******************************************************************************************************************************
   
  
  We look forward to serving you on your next flight.

• Initial Complaint

  Date:08/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complainant: ***** ******* ************************* Airline: Spirit Airlines Flight #: NK1157 Date: July 22, 2025 Route: ********* (***) to ********* (LAS)1. **************************************************** Conduct, False Statements by the Airline 2. Detailed Description A. Safety Violation (FAA 14 CFR 121.585):Both exit rows were unstaffed during the flight, violating *** requirements for able-bodied passengers to assist in emergencies.Crew refused to seat me (a qualified ************ in empty exit rows, prioritizing seat sales over compliance.B. Unprofessional Conduct:Flight Attendant "****" threatened removal after I complied with his initial order to move.Spirit falsely claimed "no attendant named **** worked this flight" despite my photo evidence (attached).C. Airline Bad-Faith Response:Spirit Guest Relations (********) dismissed concerns and misrepresented exit row *********** corrective action was taken despite the evidence.3. Evidence Attached ******* of Flight Attendant **** aboard NK1157 2.Spirits email response denying ***** employment 3.Screenshot of Spirits Exit Seat Requirements policy 4. Remedy Requested - *** investigation into Spirits:Exit row compliance failures ********** records, Corrective action against the involved crew, Compensation for safety negligence Certification: I declare under penalty of perjury that this is true to the best of my knowledge.***** ******* August 25, 2025

  Business Response

  Date: 08/26/2025

  Hi *****, 
  
  Thank you for reaching out to Spirit!
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 

  I am sorry to hear about your recent experience. I see you were previously assisted. Your concerns have been thoroughly reviewed, and our response remains unchanged. Below is the responses you were sent. 

   

  Hello *****,
  
  Thank you for your patience during this time. 
  
  According to our reports, the flight crew do not have any recollection of this incident, nor did a Flight Attendant by the name of **** worked this flight; NK1157 from SAN to LAS. Please note that seats are assigned based on availability, when passengers do not purchase their seats. I see that you did not purchase a seat with this flight. Once you are provided a seat assignment and you board your flight, you are unable to change your seat unless authorized beforehand by the flight crew. There are Exit Row seats requirements, which do not allow passengers to move to these seats, even if they are empty or and they meet all of the requirements to sit in this area. We recommend purchasing your desired seat selection, at the time of booking and/or requesting a seat change inflight, only with the authorization of the flight crew.
  
  See helpful link below:
  Exit Seat Requirements  Spirit Support
  
  I am sorry if the flight attendants came across as unprofessional in any way. We will address this matter with the relevant management team. If we can assist with anything else, please let us know.
  
  Have a nice day!
  
  ********
  Guest Relations

  Hello *****,
  
  As we previously discussed, you were not advised to move to the Exit Row seats by the flight crew, nor was a request to move to these seats requested to the flight crew beforehand. Passengers are not authorized to sit in any empty seats, without prior consent from the flight crew and/or the gate agents. Please note that we are unable to proceed forward with your reimbursement request. 
  
  I do realize that the reports received differ from your account of events. Please understand that my response is based on the reports received from the Station, but I have forwarded your account of events to Management for review.
  
  Your concerns have been addressed and the resolution has been thoroughly clarified.
  
  Have a wonderful day.
  
  ********
  Guest Relations